Service Quality and Customers Satisfaction in Financial Services.docx

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Service Quality and Customers Satisfaction in Financial Services: Evidence from a Kenyan Bank Operating in Tanzania Nyangosi, R., Magusa, H., Okemwa, O.D., & Nyarondia, S.M. School of Business and Human Resources, Rongo University College, Rongo –Kenya ABSTRACT This research is an attempt to examine the relationship between quality of services provided by bank X and the customer satisfaction. The data for this study was collected from bank customers using well structured questionnaires. The data was collected by research assistants at a Mwanza branch in the month of October 2013. The analysis was done using a regression technique. The correlation finding indicated that there is a significant positive relationship between the five dimensions of service quality and customer satisfaction. Regression findings indicated that

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